Freelancer profile translated to English.
Back to original languageAbout Paul-Emile
Customer experience and relational marketing project manager, I design tailor-made customer journeys to create lasting and engaging relationships, while respecting your brand's territory. With a customer-centric approach, I combine strategy and empathy to transform interactions into memorable, effective, and positive experiences.
Skills :
- PRM / CRM Strategy: customer journey design (acquisition, loyalty, cross-sell, upsell, retention)
- Customer-Centric Approach: strategies combining business objectives and understanding customer expectations
- Marketing Automation: automated strategies for personalized and effective communications
- Traditional and innovative 360° Relationship: fluid phygital experience through usual channels + integration of technologies like Wallet, NFT, RCS, and voice applications...
Methodology :
A structured approach offering visibility on actions taken and objectives to be achieved:
- Empathy map
- Experience map
- Customer journey
- Ideation of new touchpoints: objectives, targets, levers (emails, push, SMS, mail, calls, POS displays...), content/messages, A/B testing, KPIs…
- Briefing, monitoring, and validation of materials
- Satisfaction measurement (CES, CSAT, NPS)
- Performance monitoring, reporting, and recommendations...
Collaboration :
On a daily basis, in steering committees, project teams - with all stakeholders of customer journeys: marketing managers, product managers, data analysts, creatives, developers...
Projects completed :
I had the pleasure of collaborating in an agency with brands such as Parc Astérix, Walibi, Zoo de Beauval, Nausicaa, Macif, and GMF, by imagining relevant touchpoints always in perfect alignment with the brand image.
French
Native or bilingual
English
Conversational
German
Basic
Can work on-site
Paris (up to 10km)
Experience
- DPSProject DirectorCONSULTING AND AUDITSJanuary 2024 - June 2024 (5 months)Paris, FranceProjects :
- Omnichannel customer journeys and PRM / CRM relational marketing strategies: activation, engagement, loyalty, retention...
- Website redesign, direct marketing: creation of paper mailings
- Artificial Intelligence: referent within the agency
Overview of missions :- Consulting, strategic thinking, and response to customer experience issues: experience mapping, journey creation, ideation of touchpoints...
- Management and coordination of team work (steering committees, project teams, briefings...)
- Creation of quotes and invoicing with profitability tracking for each file
- Building trust and ensuring client portfolio satisfaction
- Participation in responding to tenders
- Management of an intern
Main clients : banks, insurance companies, amusement parks - DPSProject ManagerCONSULTING AND AUDITSMarch 2021 - December 2023 (2 years and 10 months)Paris, FranceProjects :
- CRM/PRM (relational marketing): customer journey redesign including triggered/automated emails + SMS + app push + newsletters + ..., creation of marketing emails
- Website redesign, direct marketing: creation of paper mailings
- Artificial Intelligence: use within the agency
Overview of missions :- Consulting, strategic thinking, and response to customer experience issues: experience mapping, journey creation, ideation of touchpoints...
- Facilitating co-creation workshops with clients
- Management and coordination of team work
- Participation in responding to tenders
- Creation of quotes and invoicing with profitability tracking for each file
Clients : amusement parks, banks, insurance companies - IAE LilleGuest LecturerFebruary 2020 - Today (6 years and 4 months)Intervention topic for Master 2: Connected speakers - a new touchpoint in customer experience.Topics covered: the emergence of voice, voice SEO, the connected speaker market, common uses, customer experience theory (customer journey concepts, control point types, control levels, ...), the place of connected speakers in customer experience.
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Education
- Master 1 and 2 - Direct and Digital Marketing (MDD)IAE Lille2019Master 1 et 2 - Marketing Direct et Digital (MDD)
- Bachelor's Degree in Economics and Management - Marketing and Direct Marketing (MMD) - [Class Valedictorian]IAE Lille2017Licence Economie Gestion - Marketing et Marketing Direct (MMD) - [Major de promotion]